ComplaintsforRenewal By Anderson

• Initial Complaint

  09/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Received a mailing after explicitly explaining, no further contact.

  

  Business response

  09/17/2024

  Mr. ******,

        We have received your complaint, and your information has been sent to our marketing team to remove from all local and targeted marketing campaigns for your area.  Those will include not only mailings, but any email offerings you may have received.  However, national campaigns such as inserts in the Home Mag or ******* may still be received as those are beyond our purview.  Please allow 3-4 weeks to fully take effect as current ongoing campaigns cannot be halted.  If you continue to receive them beyond this time, please reach out to me directly at my contact information below.

   

  Best regards,

  ***** *****

  Director of Customer Relations

  RbA of ********************

  ***************************************************************************************************

   

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered Renewal by Anderson windows and doors on 2/8/24. They were installed 7/27-7/28/24. I had plantation shutters on the patio doors. I was never told that the shutters would not be able to be reinstalled after the new doors were installed, only that I would be responsible to have them taken down before the installation. It would cost over $3000 to replace them, as the shutters I have cannot be modified to fit the new doors. The only mention of window treatments in my contract reads, Remove all blinds, shades or shutters before we arrive. We assume no liability for any new blinds or shutters: that includes fit, measuring and installation. All of these processes should be handled by a professional window treatment company.These are not new blinds or shutters. I had the shutters removed, as required, before the installation. I was informed by the installers, when asked, that the plantation shutters wouldnt be able to be reinstalled, and that it shouldve been stated in the contract. When speaking to a sales manager, that the contract only mentions new blinds and shutters, he informed me they were not liable. He reiterated that after talking to his director of customer relations as well. Regardless of the sales managers insistence that I was verbally informed beforehand, which I wasnt, and that they make extra efforts to be clear, which they didnt, it was never stated in the contract that my plantation shutters would not be able to be reused after the installation. I think this is a very devious tactic to get a sale. I believe Renewal by Andersen should compensate me for the plantation shutters, which theyve refused to do, as I now have to order new ones, and also amend their contracts to be explicit regarding shutters that cant be reinstalled.

  

  Business response

  07/10/2024

  ****************,
  

         Our contract does read as you state in your complaint, however it is being misinterpreted.  The contract you signed states we are not responsible for new shutters or blinds, which means if the current window or door coverings do not fit back the way they did previously,we are not responsible for providing new window and/or door coverings as you are requesting.  The actual age of the shutters/blinds is irrelevant.  

  Since this can be a decision-making factor in the purchase, our sales team is trained to discuss at the point of sale.  In your case, your project consultant went so far as to notate the conversation with you internally, and instead of conducting a remote measure as we would ordinarily,scheduled an in-home measure specifically to discuss this point with you again.  As I understand from our Installation Manager on your project, you were not present, and another party was there at time of measure. Fortunately, in your case most of the shutters on your project were able to be reused, however we understand that the door shutters were not.  However, as per the terms of the contract, we are not liable for the replacement of those shutters.

   

  Best regards,

  *********************

  Director of Customer Relations

  RbA of ********************

  *****************************************************

  Customer response

  07/11/2024

   
  Complaint: 21935925
  
  I am rejecting this response because: The contract states:

  Remove all blinds, shades or shutters before we arrive. We assume no liability for any new blinds or shutters: that includes fit, measuring and installation. All of these processes should be handled by a professional window treatment company.
  

  If they were truly trying to be clear, and not misrepresent what is covered and what is not covered, not only would I have been told up front that the shutters would not be able to be reinstalled, but the contract would have explicit wording, such as, If the current window treatments no longer fit and cannot be reinstalled, then we do not cover new window treatments.

  
  Sincerely,
  
  *************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase 2 entry doors by Andersen on October 8 2023 for close to $16000. They were delivered and installed by them on February 28 2024. Within 3 months, I noticed one door was not closing properly and reached out to the installer to come look at it. It took 4 attempts by me to get anyone to respond. They never did come out. Instead they asked me to send pictures. They said without ever coming out that the problem was not covered by their warranty and said it was an act of "nature" or suggested that I must have bumped it. I am a widow who usually goes in and out the attached garage so the Andersen door gets minimal traffic . It's never been bumped and the "nature" in this traditional neighborhood is typical Colorado weather. From my observation, the door was not installed properly but they never came out to see. Instead I was told that they would need over $700 to come out and fix the door. At my insistence they agreed to send someone out (in another month) but continue to say they will not cover the problem.

  

  Business response

  06/27/2024

  ***************,

        We are aware of the damage to the cladding of your ProVia door and have a scheduled service appointment with you on 7/12.  Our process is to acquire photos such as the ones you sent in, as well as conduct a virtual assessment called TechSee as we did in your case to expedite issues that can either be resolved without an in-person assessment or provide better insight into the situation at hand for our technician when they do visit.

  The photos you shared were shared in turn with the ProVia manufacturer that determined that the damage, based on the time that had elapsed since install and the placement of the damage, would appear to have occurred from something striking the cladding, thereby not covered under warranty.  Our in-person assessment may lend more, or potentially, different insight into the damage, and we will be happy to share that with the manufacturer after our upcoming visit.

  Best regards,

  *********************

  Director of Customer Relations

  *****************************************************

   

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased windows from Renewal several years ago and since that time, my mailbox ****** is consistently packed with marketing brochures and letters which do not offer any avenue of unsubscribing. The email address to be utilized is not valid (email returned as undeliverable) and the website on this listing "cannot be reached".

  

  Business response

  06/11/2024

  ******************,

       Thank you for reaching out, and we apologize for the inconvenience this has caused you.  Your information was provided to our marketing team yesterday so they could remove you from all marketing lists, including direct mail and email/phone solicitations.  However, it does take a few weeks for the current campaigns in place to filter through.  If you have any further concerns, please feel free to reach out to me directly using my contact information below.

   

  Best regards,

  *********************

  Director of Customer Relations

  *****************************************************

  ************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get warranty work done on doors and windows I purchased and had I stalled by ********. This has been going on for close to a year and the company will not return my calls nor will they give me any updates when I call them and actually get a human. Ive spoken with at least 10 different people with no resolution to an ongoing problem with the functionality of ********************.

  

  Business response

  03/26/2024

  ************,
       We apologize for your ongoing issues with your project.  I do see that you have had multiple conversations with our service department the past few weeks and as of yesterday have a service appointment scheduled for 4/26 so that we can address these concerns.  Our Service Supervisor ********************* will be contacting you that following Monday, 4/29 to ensure everything has been taken care of to your satisfaction.
  
  Best regards,
  *********************
  Director of Customer Relations
  *** of ********************
  *****************************************************

  Customer response

  03/27/2024

   
  Complaint: 21474384
  
  I am rejecting this response because:

  I will not accept a response until the 4/26 appointment has been completed, the work is done, and we verify there are no additional actions needed for warranty work. When ******* called to provide me with an appointment date on March 25 I inquired as to why she did not respond in the promised timeframe (on March 15, she indicated she would have a final answer for me on warehouse parts by March 18). ******* indicated she could not get ahold of the warehouse, which I find suspicious.
  
  Sincerely,
  
  *******************

  Customer response

  07/10/2024

  We finally had renewal by Anderson come out to perform their recommended fix on my French doors and their fix has only made the problem worse. Ive communicated to them that I cant even close and lock the door without putting weight on it and the problem is worse and the whole door needs to be placed and reinstalled. Their response was completely unsatisfactory as they are now making me wait another month to have their techs come out and reset the current non-functioning door rather than replace it. This is a warranty issue thats been ongoing for about two years now and I would love some support in getting this longstanding issue actually fixed. Please let me know what can be done to support actual closure of this defective door issue.
  *******************

  

  Business response

  07/16/2024

  ************,

          We certainly regret that you are still experiencing issues with your door.  There are steps we have to take before we can consider replacing a product in full.  While we understand you have had several warranty visits, our resolution based on the feedback provided by our technicians during your most recent visit is to reset the door in the opening which is scheduled to take place today (July 16th).  This should alleviate any concerns with the current lack of functionality.  We will be reaching out afterwards to ensure this has addressed your concerns.

   

  Best regards,

  *********************

  Director of Customer Relations

  RbA of ********************

  *****************************************************

   

  Customer response

  07/25/2024

   
  Complaint: 21474384
  
  I am rejecting this response because:

  There are manufacturing defects on the door panel which was replaced.

  The framing on the door is also damaged due to the improper initial installation.

  The panel that was installed before the frame reset already shows abrasion signs since it was installed on an improper frame.

  The fact that the door had to be reset because of sub-par initial installation calls into question the installation integrity of every window and door that was installed in 2020. 

  This issue now extends to evaluate all windows and doors installed by the initial install team. I'd appreciate a call to schedule this evaluation, as no one has reached out from Anderson as your response indicated and it's been almost 10 days since the door reset was performed.

  
  Sincerely,
  
  *******************

  

  Business response

  08/08/2024

  ************,
  
                  After your visit with our Production Manager on 8/2, he compiled a punch list of concerns that need addressing.  We will be reordering a new door in its entirety, as well as replacing the two damaged window screens and attending to some other aesthetic issues.  Once we have received delivery dates for the reordered product, our scheduling team will be reaching out to coordinate a new installation date for you to complete the items discussed.
  
  Best regards,
  
  *********************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We purchased with financing, 7 windows at a cost of $17,206.38. A large amount of money we committed to Renewal By ********(RBA) based on what we were told by specific sales personnel. We are first time homebuyers and wanted the best. We are seeking a refund from RBA for false claims on RBA services and products. A heavy portion of the premium price tag we paid, was for a level of service we never received.We were inconvenienced multiple times, multiple re-orders. Over 3 specific manufacture defects, requiring 3 separate installs. We had to manage the project ourselves due to sub contractors installing incorrect trim in the process. Over 6 months for the window install portion to be completed, multiple egregious errors on a 7 ************** for a ***** sq ft house. April **************************************************** late Sept 2023. Project was finally completed in Jan 2024. We signed a contract in Dec 2022 that the work would be correct the first time, and would be installed in 1 day. Full timeline available. We ordered in Dec 2022, after a product demo from *******************. We committed to purchase on 5 key points we were told verbally and agreed to by contract. 1) Best customer care and a commitment from RBA to go above & beyond. 2) As the owners, we would not have to deal with the install team RBA project managers would do this. 3) Only RBA employees complete the work from Sale to Construction no sub contractors, 4) The work would be completed in 1 day laser measured twice, ensured to fit the first time. 5) Advertised expectations of Hassle Free working with RBA. All 5 of these points turned out to be false, misleading, or a sales-oriented lie. Issues persisted across the entire RBA team, including ***********************, *********************, and others We asked for a discount, RBA only offered painters to fix visual errors. Zero follow through after we signed the contract. Quoted from ****, "I've never seen this amount of errors on a project before."

  

  Business response

  02/16/2024

  ************,

         Your customer experience was certainly a poor one, which we sincerely apologize for   Our intent is always to complete our projects within the estimated timeline, however when situations arise on a project, be it product or installation concerns we will always work to stand behind our product and workmanship to make things right.  I have arranged a meeting with the department leaders of the individuals cited in your complaint to better understand what occurred on your specific project and what we need to do to improve our processes moving forward.  I will be reaching out to you directly early next week to discuss your experience as well as your compensatory request.  If there is a best ********* to do so that works with your schedule, please let me know.

   

  Best regards,

   

  *********************

  Director of Customer Relations

  *****************************************************

  Customer response

  04/26/2024

  I did / do accept the businesss response. They reached out to us and made the situation right through a partial refund that we agreed to. 
  
  Im very appreciative of the attention and prompt response from RBA. Despite the obstacles, the windows are beautiful. ***** was a top notch professional who assured me future trainings would be pulled away from this experience. He also gave me the confidence that RBA stands behind their products. 
  
  
  Thank you again,
  *****

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The front entry door was installed June 6, 2023. After a few days it was obvious it wasn't latching correctly. I contacted them within the appropriate time frame to report the problem. They sent a repairman to my home to repair it, but after a few hours it was back to not latching correctly. The same thing happened 3 more times. In the process of all this, the outside frame buckled. Another repairman showed up to repair the buckle and the latch. The repairman couldn't fix the buckle because he couldn't find the piece in the warehouse, but assured me the latched was fixed. It was not. Yet another repairman showed up couldn't find the piece in the warehouse but had an extra piece that he was able to repair the buckle, but the latch could not be fixed because the whole time it was not the latch but the frame. I heard nothing from the company for 4 weeks. A week ago I was contacted and they were coming to replace the frame January 29, ****. It would have been appropriate to contact me in those 4 weeks let me know what the next steps were going to be. However, they didn't show up January 29th, I finally received a call from the installer and they couldn't find the piece in the warehouse to fix the door. I have heard nothing from the company. Everytime they have been to my home I rearrange my day, my time, to accommodate ********** time frame. I have been making my monthly payments to ******** because that was the big selling push at the time. Free financing for a year. While I continue to make my payments I have a front door that is not working correctly. I feel there should be some sort of financial relief because of the ineptness of the work and lack of communication. It has been almost 8 months of me trying to work with this company to get this job completed. Surely my time is worth something.

  

  Business response

  02/13/2024

  **********************,

         Thank you for taking the time to speak with me today.  We apologize that this has been an ongoing source of frustration.  We do have you confirmed for Tuesday, February 20th to finish your project and I will be reaching out to you that next day to close out and ensure everything has been completed to your satisfaction.

   

  Best regards,

  *********************

  Director of Customer Relations

  RbA of ********************

  *****************************************************

• Initial Complaint

  01/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sends misleading mail advertisements designed to convince people that an in-person inspection has taken place. The mail claims to be a ************** Door Assessment, that appears to have been completed on-site in ink, rating the quality of the homeowners current windows as poor. Of course the ink is actually printed, but more vulnerable recipients may be tricked into thinking a professional has assessed their windows and found that work is required. This kind of deceptive advertising is utterly immoral.

  

  Business response

  01/18/2024

  ********************,

         We understand you've spoken with our Director of Marketing *********************** in response to your concerns.  RbA methodology is to provide all homeowners with a full window and door assessment during their in-home assessment.  The direct marketing piece is a simplified representation of that assessment.  Should customers contact us based on that mailing piece, we describe the entire process in detail at that time.  *** has removed you from future RbA direct marketing campaigns and mailings.

   

  Best regards,

  *********************

  Director of Customer Relations

  *****************************************************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed a contact for window replacement with ***** by Andersen dba Window Warmth LLC ************************************ Unit 7 Denver ** *****; phone ************ - ********************* was the sales agent, on 8/24/23. I have been requesting a detailed statement on cost of materials as well as breakdown of labor changes. As of today, 12/11/23, they have refused to produce requested information. I simply want to know the cost of the windows as well as the cost of labor to install the windows.

  Customer response

  12/12/2023

  DBA: Renewal by Andersen

  Window Warmth LLC

  CO244783

  *********************************** Unit 7

  Denver ** 80223

  ************ is their phone number

  ****************************************************************************

  

  Business response

  12/19/2023

  ******************,
          We apologize it took so long for you to get a response back from your project consultant.  I spoke directly with him last week and understand that he has since provided you with an itemized breakdown by unit.  It sounds as if your installation manager ******* spoke with you as well.  As a full-service company, all material and labor costs are included in the cost of the windows and are not itemized specifically.  Based on the information received from the crew, it appears as though the installation went well. If there are any concerns, please contact us directly.

   

  Best regards,

  *********************

  Director of Customer Relations

  *****************************************************

  Customer response

  01/04/2024

  Please excuse my tardiness in responding to your email. With the holidays and family commitments I did not look at your email.

  Please know that I am far from done in pursuing this complaint against Renewal by Andersen !!

  Their business model is a TOTAL SCAM !

  They absolutely refuse to give a detailed summary of materials cost and labor installation charges. They will ONLY provide RETAIL COST and then give me this ridiculous so called savings for choosing their company. They advertise on TV about their so called Special Pricing Offer if one responds before a designated deadline date.

  This practice has gone on for years. With little or no challenge to their business model and their smoke and mirrors tactics!

  If Renewal by Andersen is acknowledged by the BBB as a reputable company. BBB really needs to take a real hard look at them again!! 
  

  More to follow.

  I appreciate your time and efforts in helping to resolve my complaints. THANK YOU !

  This company laughs in the face of BETTER BUSINESS PRACTICES.

  Sincerely;

  *********************;

  ************

  *********************************************************;

  Colorado Springs, Colorado 

  80907

  

  Business response

  02/07/2024

  ******************,

        We acknowledge your personal frustration with the way we conduct business.  We want our customers to be excited to do business with us and abide by a three-day right of rescission period to cancel any project post-sale for any customers that have second thoughts.  

  In your case, your project was completed in full without issue, and you were provided with the itemized breakout of the project cost by unit that you requested.  We bill our projects as a service so all labor costs are included in the project cost, but it is my understanding you have also been provided with a tax credit letter, which does show material costs broken out.

   

  Best regards,

   

  *********************

  Director of Customer Relations

  *** of ********************

  *****************************************************

  Customer response

  02/10/2024

  BBB

  I ABSOLUTELY reject the message sent by *********************, director of customer relations for *** ******************** !

  BBB if you continue to rate this business RENEWAL BY ANDERSEN as a Top rated company. You BBB . will lose ALL CREDIBILITY with  people of honesty and integrity !

  I have been shocked by the countless number of customers who have done business with Andersen who were and continue to be scammed by their disgraceful business practices !

  Andersen  is the MASTER of the SMOKE and MIRRORS business practice!

  Whats even more amazing. They continue to get away with it !!!!

  These company needs to be investigated by the Feds . They are deliberately scamming people by their business practices.

  We fell victim to their scam initially but when I pressed for answers and actual costs of materials and labor charges THEY WOULD NOT SUPPLY THOSE NUMBERS. Everything they did give me RETAIL COSTS ONLY ! THEY WILL NOT BREAKOUT WINDOW COSTS AND INSTALLATION COSTS. Actual cost to me the customer ! ITS ALL PIE IN THE SKY !!! THEY EMPHASIZE THAT ITS A TOTAL PACKAGE DEAL !!  
  When ********************* , (project consultant for *** Colorado)  sent me his weak explanation of Andersen s business model  at the close of his letter he had this quote: The greatest compliment you can give me is an introduction to someone you care about.

  DO YOU BELIEVE THIS??!!!!

  I WOULD NOT INTRODUCE MY BITTER ENEMIES TO PEOPLE WHO KNOWINGLY SCAM AND DEFRAUD PEOPLE AS DO THESE PEOPLE. THEY DO IT DELIBERATELY. WITH FULL KNOWLEDGE AND INTENTION !!

  I WILL CONTINUE TO PURSUE MY EXPOSURE OF THIS HORRIBLE BUSINESS PRACTICE AND TACTICS BY RENEWAL BY ANDERSEN !!

  OPEN YOUR EYES BBB !!!!

  YOU ARE CONDONING THIS SCAM AND OUTRIGHT FRAUD !!

  SHAME ON YOU !!

  TAKE ACTION HERE !

  LOOK AT THE COUNTLESS FACTS OF THOUSANDS OF PEOPLE WHO HAVE BEEN SCAMMED BY THIS COMPANY!

  PLEASE  !

  Complaint: 20991252
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business response

  02/21/2024

  ******************,

         Attached are two documents for you - first, your itemized breakout of what you paid for each window post discount along with the standard production fee.  These are highlighted on the spreadsheet attached.  The second document is a tax credit letter.  The window costs are for the materials themselves, the remainder of the project cost represents the labor.

   

  Best regards,

   

  *********************

  Director of Customer Relations

  *** of ********************

  *****************************************************

   

  Customer response

  03/07/2024

  The recent response I received from Renewal  by Andersen was TOTALLY INADEQUATE !!

  Its beyond me that the BBB continues to give this company such a high rating !

  The internet is filled with customer complaints regarding **********************. Evidently, NO ONE at the BBB is listening nor willing to investigate Andersens SMOKE AND MIRRORS business practices!

  I will pursue other avenues to expose Andersen for who and what they really are. TOTAL SCAM ARTISTS. The BBB is failing the general public by ignoring this issue !

  SHAME ON YOU BBB !!

  ***********************

   

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We own 19 Renewal by Andersen Windows. Late June 2023, 1 of our casement windows started leaking. I contacted their service department to schedule an appointment for installation to come out. Instead of coming out ********************* and I FaceTimed so he could get the serial number. I also texted pictures of the window following our call. He connected me to their ********************** The first appointment available was on August 21, 2023 (some 2 months out). Since then, 2 other windows started leaking. I texted **** on August 2, 2023 and provided serial numbers and pictures of the 2 window so he could forward to service to add to the service call ticket.****** came out on 8/21 and mentioned that all of our windows are missing drip beads which is most likely causing the windows to leak. He didn't have tools to repair as the tools are shared between 4 crews. He told me he would escalate and the ****************** would contact me within 1-2 days to schedule an appointment. I reached out to both **** and the ****************** on 8/24, ****** said either her or **** the installation manager would get back to me by close of business on 8/25. **** was going to send service another email to add the 2 windows to the service ticket. No call back. I spoke to ****** on 8/25, she was going to send a follow-up email to **** and was told he would call me. 8/29 after leaving voice message, ****** finally called saying that **** was working on getting materials ordered but couldn't provide a timeline for sending out a crew to fix, just that he would call me. It's frustrating that I can't get a definite date scheduled to have all 19 window fixed. Empty promises don't keep my hardwood floors from getting wet every time it rains. To make matters worse, I received a survey on Friday, 8/25 asking for my feedback where I asked for a follow up call to resolve.

  Customer response

  09/05/2023

  Renewal by Andersen finally got back to us via text message with a service date of 9/18/23 to install drainage beads on all windows. 

  

  Business response

  09/08/2023

  Mr. & ***************,

           We certainly apologize that additional work is necessary that could not be addressed during the earlier service visits.  It looks as though on 8/30 we confirmed a date to recoil all windows on 9/18-19 to ensure you no longer have any water infiltration issues.  Our team will follow up afterwards to make sure everything has been taken care of to your satisfaction.

   

  Best regards,

  *********************

  Director of Customer Relations

  *****************************************************

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩